Placed an order expecting it within the 4-6 days as stated. 2 weeks later It’s failed to arrive and there are no tracking details. UPS advised to contact sender to make a claim but Nelly has been unre... See more
Company replied
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See what reviewers are saying
We needed to purchase a Nanit urgently after forgetting to pack our original Nanit while on holidays. The purchase was efficient and Jodene went above and beyond to get the product to us on the same d... See more
I had seen this clothing brand a couple of times online and decided to order from them. I placed my order on 1/10/2025 and received my package on 7/10/2025. Amazing clothing made from good fabric... See more
Company replied
I have sometimes had small problems with my orders such as a missing item or a part of a missing item. But the customer service is really great I have nothing to complain about. They are super attenti... See more
Company replied
Company details
Written by the company
Nelly.com är en av Nordens ledande e-handlare inom mode och accessoarer för unga kvinnor. Vi har ett maxat utbud med det allra senaste modet från de hetaste varumärkena, bland annat True Religion, One Teaspoon, Hunter, Adidas Originals, New Balance, Neo Noir, UGG, Hunkemöller, Levi's och från vårt egna Nelly-märke. In English: Nelly.com is one of the Nordic region’s leading online retailers of fashion and accessories for young women. We offer a wide selection featuring the latest trends from the hottest brands, including True Religion, One Teaspoon, Hunter, Adidas Originals, New Balance, Neo Noir, UGG, Hunkemöller, Levi's, as well as our own Nelly brand.
Contact info
Sweden
- www.nelly.com
4.1
Great
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Poor customer service
They were very unclear with how much the costs of imports into the UK was. I had no help whatsoever and found this really disappointing considering the price of the item.
January 5, 2026
Unprompted review
Reply from Nelly
Hi Zara!
Thank you for taking the time to write us a review. It is difficult for us to answer before how much the taxes and duty will be on the package. These fees are added when the package arrives at the UK border. This information is avaible in the check-out 🥰
Have a nice day!
//Nellyteam
Reply from Nelly
Hi Aliya,
Thank you so much for your positive review, we appreciate it very much! 💖️
Have a lovely day!
/The Nelly team
Good help through costumer service
November 12, 2025
Unprompted review
Reply from Nelly
Hi Bryndis,
Thank you for your feedback! We’re glad to hear that you had a good experience with our customer service.🌸
Have a nice day!
/The Nelly team
Very very Kind Service and very…
Very very Kind Service and very helpful! They answer quickly and Are Open for options. ☺️
November 11, 2025
Unprompted review
Reply from Nelly
Hi Marla,
Thank you for your feedback! We’re glad to hear you’re satisfied with our quick and helpful service. You’re always welcome to contact us again.
Have a nice day!🌸
/The Nelly team
excellent service
The custom service was really professional and fast!
November 6, 2025
Unprompted review
Reply from Nelly
Hi!
And thank you for your great review. We are so glad that you are happy with our service!
Have a great day! ❤️
/The Nelly Team
Excellent customer service
Excellent customer service! The team was incredibly friendly and helpful — my issue was solved quickly and smoothly. I really appreciate the fast response and kind support. Highly recommend Nelly.com! 💖
October 29, 2025
Unprompted review
Reply from Nelly
Hi Sandra,
Thank you so much for your lovely review! We’re so happy to hear that our team could help you quickly and that you had such a positive experience. Your kind words mean a lot to us! 💕
Have a nice day!
/The Nelly team
The order took long to get
The order took long to get, then when I got it I wanted to return it (the size is not even close to what they described) They told me not to return it and that they would give me back 25% of my purchase. Then they debited my account 2 times for the same purchase amount. Stay away from this company.
September 30, 2025
Unprompted review
Reply from Nelly
Hi,
I tried to find your message in our mailbox so that I would be able to help you more quickly, but unfortunately, I couldn’t find anything.
Please send an email to customerservice@nelly.com - and we will help you ASAP!
Have a nice day!
/The Nellyteam
I will buy again
Really nice and friendly customer service and good products!
October 23, 2025
Unprompted review
Reply from Nelly
Hi Anu,
Thank you so much for your positive review! We really appreciate it!
Have a wonderful Friday! 💖️
/The Nelly team
Excellent service!
October 23, 2025
Unprompted review
Reply from Nelly
Hi Josef,
Thank you for your lovely review! 🌸 We're so happy to hear you’re satisfied with our service.
Have a nice day!
/The Nelly team
Perfect
The customer service was great, helpful and were very fast with responding. I was helped by Matilda and she was very understanding and patient with me.
October 15, 2025
Unprompted review
Reply from Nelly
Hi,
We're so happy to hear that you're pleased with Matilda's service, I’ll be sure to pass your kind words on to her. Thank you so much for your positive review, we truly appreciate it.
Have a lovely day! 💖️
/The Nelly team
Super cute clothing and great experience!
I had seen this clothing brand a couple of times online and decided to order from them. I placed my order on 1/10/2025 and received my package on 7/10/2025. Amazing clothing made from good fabric and fits extremely nice!
I would also like to point out how friendly the customer service is. I reached out to them because I hadn’t received an order confirmation after a couple of hours of placing my order and I got a super nice immediate response from Philip to help me.
Definitly place your order if you see something nice on their website!
October 7, 2025
Unprompted review
Reply from Nelly
Hi,
Thank you so much for your positive review, it makes us so happy! We’re delighted to hear that you’re pleased with your order and with Philip’s service. I’ll be sure to pass your kind words on to him 💖
Have a wonderful day!
/The Nelly team
Help with a lost package
When one of my packages got lost, they helped me look for it. In the end I got a refund and free delivery for my next order, which was really nice.
October 3, 2025
Unprompted review
Reply from Nelly
Hi Nora,
So sorry your package got lost along the way – but we're happy we could help make it right! Thanks a lot for your review, it means a lot to us. 💖️
Have a lovely day!
/The Nelly Team
Reply from Nelly
Hi Clara,
Thank you so much for your positive review! 💫
We're happy to hear you had a great experience with our customer service, we're always here if you need anything! 😊
/The Nelly team
Great Support!
Support received was very fast and efficient, thanks Bella for this!
October 1, 2025
Unprompted review
Reply from Nelly
Hi Ahmed,
Thank you so much for your kind words! 💖
We're so glad to hear that you received fast and efficient support, we'll be sure to pass your thanks along to Bella, she will be so happy to hear this 😊
If you ever need anything else, we're just a message away.
Have a nice Friday!
/The Nelly team
Very nice and helpful team
My parcel was wrongly delivered to a pack station and then send back to Nelly.Com. I contacted the support center and got a response very quickly. My complaint was handled very quickly and they were very helpful and friendly. They were very understanding and always quick to respond throughout my situation. They apologized even though it wasn’t their fault and send me new promo codes as well, which was very nice and made my experience better.
All in all very helpful, kind and quick to respond and help!!
September 12, 2025
Unprompted review
Reply from Nelly
Hi,
Thank you so much for taking the time to share your experience with us, we really appreciate it 💖️
Have a wonderful day!
/The Nelly team
Reply from Nelly
Hi Lia,
We are truly sorry for your experience 😣
You are welcome to contact our customer service if you need help with your case.
Have a nice afternoon!
/The Nellyteam
Quality of the clothes is great and the…
Quality of the clothes is great and the customer support was also very nice! Highly recommend!
September 15, 2025
Unprompted review
Reply from Nelly
Hi Laura,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
/The Nellyteam
Amazing customer service
They really helped me with shipping issues and were fast responders and took action whilst being informative ! Helped resolve the issue amazingly !
September 10, 2025
Unprompted review
Reply from Nelly
Hi Natasha,
Thank you so much for your kind words! We're really happy to hear that you felt supported and that we could help resolve the shipping issue quickly and efficiently.
Your feedback truly means a lot to us, and we're always here if you need anything else in the future🌸
Wishing you a great day and hope you enjoy your order!
/The Nelly team
Thanks!
Your customerservice person Sandra was very helpful and flexible with my order cancellation. Which led to the solution that I kept my order after all.
Great customer service!
September 1, 2025
Unprompted review
Reply from Nelly
Hi Nina,
Thank you so much for your review, we really appreciate it! So glad to hear that Sandra was able to help you out in a way that worked well for you. 💖️
Have a lovely day!
/The Nelly Team
My order disappeared and i asked…
My order disappeared and i asked customer service for help and they were delightful and they helped me to sort out the problem! Super nice customer service:)
August 28, 2025
Unprompted review
Reply from Nelly
Hello Emma,
We're really sorry your order caused trouble, but we're so happy to hear our customer service could help and made it a positive experience in the end 😊💖 You're always welcome to reach out, we're here for you!
Have a nice day!
/ The Nelly team
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